Quality Assurance Coordinator, Hospitality

What will be your daily pursuit?:
The Quality Assurance Coordinator, Hospitality plays a key role in supporting Pursuit’s Hospitality Excellence department by evaluating, standardizing, and enhancing the interpersonal and physical property presentation across all hospitality operations. This role involves implementing and refining quality standards across diverse business lines (attractions, lodging, transportation, F&B, and retail) while evaluating operational consistency.

This role is ideal for a highly motivated, detail-oriented, and strategic thinker who thrives in a fast-paced, multi-unit hospitality environment. This position reports directly to the Vice President, Hospitality Excellence and is based in Banff, AB. This is a full time year round hourly position.
- Our Mission is to connect guest and staff to iconic places through unforgettable, inspiring experiences.

When does this adventure begin?:
ASAP

What perks can you expect?:

- A dynamic work environment with opportunities for growth and development.
- The chance to be part of a passionate team creating extraordinary hospitality.
- Competitive compensation and benefits package.
- Travel perks across Pursuit destinations.

What will you do in this job?:

- Work across Pursuit’s portfolio of hospitality businesses to assess, refine, and implement best-in-class hospitality and service standards.
- Conduct quality audits focused on service excellence, operational efficiency, and facility presentation.
- Evaluate existing SOPs, operational structures, and quality control processes to identify opportunities for consistency and improvement.
- Collaborate closely with on-location business leaders to support and refine quality control measures.
- Analyze guest feedback, online reviews, and operational data to identify trends and inform strategic improvements.
- Facilitate mystery guest audits, site inspections, and readiness assessments for both year-round and seasonal operational seasons.
- Develop QA tracking systems, scorecards, and reports to measure service quality and brand consistency across properties.
- Work with the Hospitality Excellence team to align audit insights with training, onboarding, and continuous improvement initiatives.
- Ensure physical presentation, guest touchpoints, and service execution align with Pursuit’s commitment to world-class hospitality.
- Act as a liaison between Hospitality Excellence and operational teams, ensuring quality standards translate into actionable improvements.
- Support and facilitate training and team development across different businesses.
- Foster a culture of accountability and continuous improvement, encouraging teams to take ownership of guest experience excellence.

linkedin-AH1

What skills and experience do you need for this job?:
- 3+ years of experience in hospitality quality assurance, operations, or service excellence.
- Strong understanding of world-class hospitality operations and what “great” looks like across multiple business lines.
- Confidence in working with senior leadership teams, with the ability to influence decision-making and drive initiatives.
- Highly self-motivated, with the ability to work independently, prioritize tasks, and manage multiple projects.
- Strong multi-tasking skills and the ability to work cross-functionally and across a wide range of businesses.
- Analytical mindset, with experience in auditing, evaluating operations, and making data-driven recommendations.
- Proficiency in Microsoft Office, guest feedback systems, and quality tracking tools.
- Passion for operational excellence, guest experience, and hospitality leadership.
- Ability to travel to Pursuit locations as needed.

**Preferred Skills**:

- Experience in quality assurance, brand standards, or process improvement within hospitality.
- Knowledge of multi-unit or seasonal business operations and ramp-up strategies.
- Experience in coaching teams and implementing service excellence programs.
- Ability to translate quality standards into actionable training programs and to deliver on training sessions across different hospitality sectors.

EEO: